Complaints

This profile includes complaints for Valvoline Instant Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Valvoline Instant Oil Change

  100 Valvoline Way Lexington, KY 40509-2714

  
• 

  Valvoline Instant Oil Change

  154 Franks Dr Madison, IN 47250-2462

  
• 

  Valvoline Instant Oil Change

  2114 State St New Albany, IN 47150-4923

  
• 

  Valvoline Instant Oil Change

  4909 Dixie Highway Louisville, KY 40216

  
• 

  Valvoline Instant Oil Change

  9903 Taylorsville Road Jeffersontown, KY 40299

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 17, 2025 my daughter went to the Valvoline at 1706 West 5th Street in Columbus Ohio for an oil change. They said they completed the oil change, she paid, and she left. Immediately after, while she was on the highway, her car broke down. She called Valvoline. They said they would review their video. The said the didn't put oil back in the car. They told her to stay where she was. They drove out to her and put oil in their car. But it was too late. The engine was damaged beyond repair. They towed the car back to Columbus. They got an estimate from a local mechanic they know. Upon our request, they towed the car to a Honda dealer. The Honda dealer estimate cost $3000 more than the local mechanic. They refused to pay the Honda dealer amount. They would not give me the names of any supervisors - what they call Market Managers.

  Business Response

  Date: 08/04/2025

  We are in receipt of this claim and apologize for the frustration felt throughout the claims process. Currently the claim is still pending, which means we will not disclose the information of the pending claim here. Furthermore, while we can understand being frustrated when a member of your family has issues with their vehicle. We cannot and will not discuss their investigation or the outcome. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

  Customer Answer

  Date: 08/04/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we have no leverage against this business.  They got to choose where the car got fixed.  They chose a business other than the certified Honda dealer which saved THEM about $3,000.  But we are still very skeptical about the independent non-Honda mechanic where they are getting the car fixed.  No,we are still not satisfied.  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 1st,2024 my wife brought her 2011 Subaru Forrester to Valvoline to have her oil change. The company drained her transmission and over filled her oil by 5 quarts. The technician showed my wife the oil on the dip stick after the oil change and it was completely black and all the way up the dipstick. The technician let my wife drive off and immediately a couple of white puff of smoke came out of the exhaust. My wife drove approximately 3 blocks and turned around and brought the car back to Valvoline. They changed the oil again and let my wife drive off.After getting home the car shifted poorly and we had the car towed to a shop just to find out there was no transmission fluid in the transmission. We notified Valvoline and they told us that they would have to look at the video which shows the mistake they made. To make a long story short, Valvoline destroyed the car, which I just purchased July 25th. The owner not once reached out to us and had us deal with some individual named Josh. They did replace the transmission and offered to replace the catalytic converter but refused to replace the engine. This individual Josh did nothing but mislead my wife they were going to handle the situation up to a little more than a month ago. Claim number is *********. Valvoline has admitted fault and has video evidence to back my claim. The girl who made the mistake draining the transmission was very young and very new to the job and was fired shortly after for supposedly stealing from the company.. I would greatly appreciate if you could help me out with this matter.. We have have documented everything from day one who we talked with, different shops we took the car and the results. Feel free to contact me me if you need any further information. Thank you for looking into this matter.

  Business Response

  Date: 07/28/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Currently this guests claim is still pending and under investigation, which means we will not disclose the information of the pending claim here. If the guest would like to check the status of the claim please reach out to our Customer Care team by calling ************. We want to advise this guest no action can be taken via the BBB. Our Customer Care team will be happy to assist.

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Valvoline to get an oil change on 7/5/25 and paid $113.81 for the service. When I was driving my infant son home from a doctor's appointment on 7/17/25 a sudden, loud, and consistent noise occurred on the highway. When I got home and looked underneath the car I noticed that the skid plate had partially fallen and was dragging on the ground. Upon further inspection, 4 screws were missing that were originally holding it in place. The remaining screws were also able to be somewhat "hand tightened" as the housing units for them had been stripped. I started a ticket through the online chat with Valvoline and they explained next steps, I would have to get a quote from a local dealer to fix the problem and then submit it using my given ticket number. I got a quote from Alan Byer Volvo in Syracuse for $502.65 to replace the skid plate, screws, housing units, and labor and submitted it to Valvoline. Valvoline then called me and asked me to bring the vehicle in so that they could take pictures of the damage. I brought the vehicle to the Auburn Valvoline on 7/19/25 and met with the manager Timm so that he could take pictures. Timm claimed that "they didn't do it" and wouldn't have had to take the skid plate off to do the oil change. I was then told over the phone on 7/21/25 that my claim was denied. After numerous calls back and forth and eventually speaking to the area manager, Johnnie, I was then told that Johnnie noticed things in the video recording that Timm "missed" and they indeed did take the skid plate off. Valvoline has offered to refund my oil change and give me an addition $50 for the screws ($113.81 + $50 = $163.81). They have also offered to buy a skid plate for $96 online (non OEM) and replace that but admitted that they have never done the screw/housing replacement fix. I told them this needs to go to a dealership who can handle the fix and they are still unwilling to accept the quote. I am left with bungee cords holding up my skid plate.

  Business Response

  Date: 07/25/2025

  Our records indicate the guest started a claim with our management team, through our Customer Care team. Management thoroughly investigated the claim and found via video footage that bolts were missing from the skid plate on arrival. Management advised we would order and replace the skid plate for the guest ($96) and refund their oil change. In good faith, we also offered $50 towards the replacement of missing hardware, even though our team was not at fault for the hardware that was missing on arrival. The guest requested to have the skid plate replaced at a dealership at a cost of $502. We advised if they would like to use the dealership, we would reimburse for the cost of the skid plate through them ($113). The guest declined both of these options provided by the Area Manager. Our Area Manager holds the final decision in the claims process and we back that decision as well. 
  
  If the guest would like to go with one of the options provided, our Customer Care team would be happy to set this up. They can be reached at ************* Otherwise, the claim has been closed.

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got oil change, was told my battery needed to be replaced and that my car would be perfectly fine, as I drive off I notice my car isn’t driving the right way like it doesn’t have the usual power it’s supposed to. Realized that they had blew my engine by not putting enough oil for my oil change

  Business Response

  Date: 07/24/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that we did not service the guest's coolant system. Upper management made it clear that the guest also informed the technicians before they did the oil change on his vehicle that the engine was knocking prior to arrival at the location. We have several witnesses to this fact. The guest is well aware of the denial. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. 
  
  Furthermore, this guest has retained legal counsel - therefore we will make no further contact with the guest. All communication must be made with the Valvoline Franchises Legal Team. The claim remains closed, and no further action will be taken.

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Valvoline Instant Oil Change (Carmel Mountain, San Diego) on July 18, 2025, for a basic oil change. Without my request, the technician pulled out my air filter, brought it to the driver-side window, told me it didn’t need replacing, and said she would put it back. A few hours later, my car broke down. I had it towed to Nissan of Irvine, where the diagnostic report confirmed the air filter had been reinstalled backwards. This caused debris to enter the engine and MAF sensor, leading to mechanical failure.
  
  The repair cost $929.75, the Valvoline service was $110.70, and I also incurred a $159.50 towing fee (receipt pending). I have a video of the Nissan technician confirming the incorrect installation and sent all evidence to Valvoline. Initially, the store manager, ****** ****, admitted responsibility and encouraged me to allow Valvoline to fix the issue. I declined, as they caused the damage and I no longer trusted their service.
  
  Valvoline’s Client Care team, which only facilitates communication and documentation for franchises, later relayed that the franchise reviewed their internal footage and claimed no fault. This contradicts Nissan’s findings and my documentation. I requested to speak to the regional manager, ****** *****, multiple times, but have still received no response.
  
  ****** **** was condescending and dismissive throughout the process. I’ve attached a full detailed statement and supporting documents. I am open to resolving this if Valvoline reimburses the proven costs I’ve incurred.

  Business Response

  Date: 07/24/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that upper management found no error during service and the DVR footage shows the air filter was put in correctly. Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Their statement that “no error was found” is directly contradicted by the official diagnostic from the Nissan dealership. The report states:
  “Has no start due to MAFS code. Further inspection found debris in MAFS and air filter is turned backwards, causing all the debris from the dirty side to get sucked into the intake and engine cylinders.”
  
  
  This issue occurred immediately after my service at Valvoline and is clearly a result of the improper installation of the air filter.
  
  
  Valvoline references DVR footage but has not allowed me to view it, nor have they acknowledged the findings of this third-party diagnostic. Simply claiming that the installation was correct does not refute the professional assessment and physical damage found.
  
  
  I have a full written statement and all documentation available. I am also still waiting to be contacted by ****** *****, as promised. No one from Valvoline has followed up with me directly despite multiple requests.
  
  
  I am prepared to escalate this matter further if needed, including filing in small claims court and contacting additional consumer protection agencies.
  
  
  This claim should not be considered resolved or closed.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  Business Response

  Date: 07/28/2025

  While we empathize with the guest's situation, as previously stated, our Upper Management Team holds the final decision in the claims process. The Upper Management Team has reviewed the information, and shared their decision for the denial. We firmly stand behind the decision to deny this claim. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************* This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 07/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Valvoline continues to deny responsibility despite clear and documented evidence that their technician improperly reinstalled my air filter. This mistake led to debris being sucked into the intake and engine cylinders, causing significant damage to my vehicle. This was confirmed by a professional diagnostic report that I have already submitted.
  
  
  I brought this issue to Valvoline’s attention immediately and followed every step of their claims process in good faith. Despite that, they have continuously deflected responsibility instead of resolving the matter.
  
  
  They also reference DVR footage in their response, footage they have never shared with me. I highly doubt the footage clearly shows the technician reinstalling the air filter correctly, especially since the air filter compartment is enclosed. Without transparency, and given that they are the ones who caused the damage, it is hard to trust their word.
  
  
  This entire situation has been a nightmare. It has cost me over $1,000 in repairs and towing fees, not to mention the stress and inconvenience of being without my vehicle due to a mistake that should never have happened. What should have been a simple, internally resolved claim has turned into a long, frustrating process because Valvoline is more focused on covering themselves than doing what is right.
  
  
  I have strong documentation supporting that Valvoline’s technician is directly responsible for the damage, and I am confident this will hold up in court if needed. If this is not resolved, I will be taking the franchisee to small claims court. This claim should not be considered closed, as the matter remains unresolved and the damages have not been addressed.
  

  
  
  Sincerely,
  
  
  
  ****** ***********

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB Complaint Form Complaint Details
  - Date of Incident: November 22, 2024
  - Business: Valvoline
  - Description of Issue: On November 22, 2024, I visited Valvoline for a quick oil change. During the service, something got stuck in my car, and it was kept at the shop for 3-4 days. After reporting the issue to their corporate office, the problem persisted, and my car was not running well. I took my vehicle to another mechanic, who sent it to ****** for repairs. Despite multiple attempts to resolve the issue, the mechanic, ******, has had my vehicle since mid-December 2024 and has not fixed it. As of July 2025, the issue remains unresolved.
  
  Timeline
  - November 22, 2024: Visited Valvoline for oil change, issue occurred
  - November 22-26, 2024: Vehicle kept at Valvoline for repairs
  - December 2024: Vehicle sent to another mechanic, then to ****** for repairs
  - December 20, 2024 - January 2, 2025: Cold weather and weather conditions delayed repairs
  - January 3, 2025: Vehicle returned to me after initial repairs
  - January 3, 2025: Steering wheel locked, warning lights appeared on dashboard
  - January 3, 2025: Vehicle taken back to ****** for further repairs
  - January 2025 - July 2025: Vehicle remained with ******, the mechanic, without resolution
  
  Supporting Evidence
  - Photos: Multiple pictures of the car's condition
  - Recordings: Conversations with ******, including his promise to fix the issue
  - Documentation: Records of communication and attempts to contact ****** and his father
  
  Desired Resolution
  - Fix the Vehicle: Complete the necessary repairs to my vehicle
  - Return the Vehicle: Return my vehicle to me in a satisfactory condition
  - Communication: Provide regular updates on the status of the repairs
  
  (How do I add the documents at a later time? Not sure if I can please let me know)

  Business Response

  Date: 07/25/2025

  Our records indicate the guest had a claim with our management team, through our Customer Care team in November of 2024. The guest's vehicle was repaired by a 3rd party full repair shop and Valvoline covered these repairs, payment was completed on November 27, 2024. If the guest is experiencing issues with these repairs, they should reach out to the repair facility for information regarding any warranties on the work that was performed. The guest reached out to Customer Care in February and was advised of this as well. Valvoline has resolved this claim, no further action can be taken.
  
  

  Customer Answer

  Date: 07/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have recordings of information from the demand letter, that I hired a lawyer. I have a recording confirming I paid him almost $1,500 but it was $1,425.00 to be exact. I also paid my mechanic back and that receipt is in the Chevy Trax. I have confirmation I was calling the mechanic and they were not returning my calls. I then got confirmation from my mechanic, Mr. Grady, that the mechanic fixed one thing despite the time he's had my vehicle which was since January, when he promised on March 14, 2025. He's had my car all this time, it has not been fixed and he’s not kept me updated it has been months. 
  
  I confirmed that I drove the car home January 2nd, 2025, Thursday night and on January 3rd, 2025 Friday I drove the car and not even 5 minutes down the road, the dashboard signals started going off and the car broke down again, I had to call the mechanic to get it picked up and taken back to the shop. Where it’s been ever since.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 07/28/2025

  While we empathize with the guest's situation, as previously stated, this guest had a claim with Valvoline in November 2024. We paid for the repairs made to the vehicle by a 3rd party location. We have made this guest aware multiple times that if they have issues with their vehicle after the repair, the guest needs to reach out to the location that made the repairs about any warranties. Valvoline has resolved the claim, no further action will be taken. 

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: July 12th, 2025
  
  Amount of money paid Valvoline Mira Mesa East: $73.40 (initial oil change)
  
  Amount of money paid ******* **** ******* $978.76 (for repairs due to negligent oil change)
  
  Amount of money paid Lyft: $30.13 (for ride share home):
  
  What Valvoline **** **** **** committed to provide me:
  A competent, safe, and proper oil change.
  
  What the nature of the dispute is:
  On July 12th, 2025 prior to the transaction of oil change, my 2018 Subaru Crosstrek was in excellent working condition with no issues. Due to negligent service at Valvoline Mira Mesa East—including the installation of a double gasket and overfilling the engine by approximately two quarts—my vehicle suffered significant oil leakage and required costly repairs. I am requesting that Valvoline take accountability and responsibility to reimburse me for the total cost of repairs ($978.76) and my rideshare expense ($30.13)
  
  Valvoline **** **** **** proposed resolution:
  They proposed to reimburse $125 for a diagnostic fee, refund for oil change, and a future free oil change.
  
  *I have photos/videos of oil leaks to my car, emails with Valvoline, vehicle reports/estimates available upon request.

  Business Response

  Date: 07/29/2025

  Our records indicate the guest started a claim with our management team through our Customer Care team. Management performed a thorough investigation by reviewing documentation the guest provided, as well as consulting with other 3rd party mechanics as to the diagnostic findings listed on the estimates provided from the shop the guest took their vehicle to. Two estimates were submitted, the initial stated that the vehicle arrived with "full capacity of engine oil" and the second stated "over full capacity of engine oil". The findings in our investigation did not show that the oil change as at fault for the leak the guest experienced. Our management team offered to reimburse for the diagnostic and engine power wash fees that the guest incurred. A refund of their oil change was also offered, totaling $323.40. The guest declined this resolution.
  
  Our Area Manager holds the final decision in the claims process and we back their decision. The claim has been closed and no further action can taken, unless the guest decides to accept the reimbursement/refund that was offered.

  Customer Answer

  Date: 08/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  My car was working just fine before my oil change at the Valvoline **** **** **** location, and the day after as your store manager ********** ****** assessed, there was 2 gaskets in the oil filter with oil spilled everywhere in my engine and on my car. Additionally, what my independent mechanic found, there was excess of oil placed in my car.

  Valvoline's claim is, "The findings in our investigation did not show that the oil change as at fault for the leak the guest experienced." 

  It just seems very convenient to make such a claim. As a long time customer who has appreciated services from Valvoline in the past 2-3 years (at minimum), I am incredibly disappointed by the decision to not take accountability for the negligence of the service provided on July 12th, 2025. My household will not return to any Valvoline establishment until they right their wrongs.

  
  
  
  ******* ******

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rear Differential Damaged Due to Incorrect Fluid and Missing Seals - Valvoline Negligence!
  
  On May 15, 2025, I took my 2021 Mazda CX-30 to the Valvoline location in Milford, CT, for an oil change and rear differential fluid replacement. I trusted their technicians to perform the service correctly. However, following the visit, I noticed oil stains on my garage floor. I returned twice more (on June 7 and June 13), and on the third visit, they admitted the wrong differential fluid may have been used and that they did not have the correct fluid for Mazda vehicles in stock.
  
  After continued problems, I took my vehicle to a certified Mazda dealership. The Mazda technician removed the fluid and found metal flakes and evidence of severe internal damage to the rear differential. Mazda confirmed that the seals were missing and the fluid was incorrect, causing internal wear and a leak. They confirmed the damage was due to improper service and performed a temporary repair.
  
  I am requesting compensation for:
  • $195.34 paid at Mazda for the diagnosis and temporary repair;
  • The original amount paid at Valvoline for the differential fluid service (with incorrect fluid);
  • Time lost traveling to Valvoline three times and to Mazda (4 total trips @ $125 = $500);
  • Stress and vehicle usability impacted during this process.
  
  I have all documents, videos, and photos to support this. I want Valvoline to accept responsibility and reimburse me promptly. Their official letter refuses to take accountability, which is unacceptable.

  Business Response

  Date: 07/22/2025

  Our records indicate the guest had a claim with our management team through Customer Care. Our Quality Control Team conducted a comprehensive review of the service. Their findings confirm that the rear differential fluid exchange was performed to company standards, with the correct fluid type and amount installed. No signs of faulty workmanship were identified. Our records also confirm that the rear differential fluid exchange was specifically requested by the guest and was not a recommendation from our team. Axle seals are not removed, serviced, or disturbed during a differential fluid exchange. This service consists solely of removing the differential fill and drain plugs to drain and replace fluid. Additionally, a second technician verifies that both plugs are properly reinstalled and secured as part of our quality control process. Due to these findings, the claim was denied. Management holds the final decision in the claims process, and we stand behind their decision as well. A denial letter was mailed to the guest with further details. No further action will be taken and the claim remains closed.

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:
  
  I strongly disagree with Valvoline’s response.
  
  
  The differential service was recommended by their own technician, not requested by me. During the visit, I noticed the employee seemed insecure and unsure about the process, which already raised red flags.
  
  
  Shortly after the service, I noticed a leak on my garage floor. I returned to the store, and the staff dismissed it as “dirt.” The problem continued. I came back a second time, and during the inspection, I disagreed with their findings. I even overheard the technician asking where the correct Mazda fluid was, and others said they didn’t have it. This proves the wrong fluid was used from the start.
  
  
  Due to ongoing issues, I took the vehicle to Mazda, where they confirmed:
  
  
  Wrong fluid was used;
  Seals were missing;
  The fluid had metal flakes, confirming internal damage caused by incorrect service.
  
  
  
  
  I returned to Valvoline three times, at the request of their management, who told me not to take it anywhere else. Yet, they never truly inspected or fixed the issue.
  
  
  I have videos, photos, and documents proving this. Mazda’s technician clearly linked the damage to improper service by Valvoline.
  
  
  Their denial is based on an internal review, but ignores the Mazda findings and my full evidence. I request this case be reopened, and I seek full compensation for the damage, diagnosis, travel costs, and time lost.
  
  Sincerely,
  
  
  
  ******* ******** ********

  Business Response

  Date: 07/23/2025

  While we empathize with the guest's situation, as previously stated our management team holds the final decision in the claims process. The claim was denied by management due to the previously outlined findings. No further action can be taken and the case remains closed.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During a recent inspection and oil change at **** ***** **** ******** ***** ***** ******** ****** ** *****) ***** ********* they documented that my oil pan was stripped. I've only received oil changes from Valvoline in the past year. They stated that they used an EVAC method but will not show me any proof of using this unorthodox method unless I have an attorney request a court order of the footage. My dealership said Valvoline's rushed mistake will cost $1300.

  Business Response

  Date: 07/21/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact that the  guest's oil change services with Valvoline have all been evacuated - which means we did not touch the guests drain plug during any of the guests visits.  Our upper management team holds the final decision regarding claim outcome. We stand behind the decision to deny the claim as the issues you are experiencing are not related to services received at our facility. If you have additional information that you feel may change this outcome please contact Customer Care directly via phone at ************. This claim remains denied, closed, and no further action will be taken.

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Valvoline failed to disclose that they used the evacuation method until a month after I had filed my complaint. I do not believe that they are responding truthfully. If this was standard for all of their oil changes, there would be no need for them to even permit me to open a case. If you compare my issues with the ones on their Google reviews, you will see countless others with the same issues. Valvoline never takes responsibility for their mistakes. They conduct investigations by themselves, and deny claims. Also, the evacuation oil change method is not standard in the industry. Customers should be notified ahead of time that they are going to be receiving this inadequate and unorthodox oil change method that does not remove all the oil. Valvoline has been conducting bad service and their BBB rating should reflect that. 
  
  Respectfully,
  
  
  
  ******** ******

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/25/25 at approximately 1100 hours I stopped at Valvoline Instant Oil Change at 3335 Iowa Avenue in Riverside, CA 92507. I asked for an oil change, and oil change only. As I proceed through to the bay for the oil change. They went ahead and started the oil change but then checked my light, wipers, and my ai filter. They took out the air filter and displayed it in front of me and related it was dirty and time to change it. I declined and related once more I only wanted an oil change. The placed it back in its place, which I later discovered was incorrectly placed, and continued with the oil change. Before they were done, another service member came over and double checked my oil and realized my oil had not been replaced. They proceeded to install new oil, and once complete I drove away. I parked the car at my wife’s work, which was approximately less than a mile away. My wife drove it home later that day and immediately noticed the engine light illuminated. She drove another 2 miles before the engine began vibrating, stalled and a warning light illuminated. We managed to limp it home, turning the car in and off to do so. I called Valvoline and was told to bring it. I chose to take it to the dealership to accurately diagnose the problem. The dealership was able to find the air filter sliced and crushed inside its compartment, leading to the electric and engine issues my wife experienced with the car. I have since taken it back to Valvoline with the $1600 worth of repairs, filed a claim with the company, but have not received a response. Claim number is ***********

  Business Response

  Date: 07/21/2025

  We hate to hear about this guest's experience. I was able to locate an open investigation that our management team is actively working to address. If the guest has any questions in the meantime, our Customer Care team is available at *************
  

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  They accepted responsibility for half of the damages their mistake cost me.  I have had to work a weeks worth of overtime to make up for the extra expenditures.  If they are not willing to pay the $963 plus $114 costs I incurred as a result of the damage they admit they caused, then the next step will be small claims court.  I have the documents prepared for Superior Court of California in Banning, CA if they still are unwilling to compensate me for their mistake and damages incurred to my vehicle. I await their response.

  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 07/24/2025

  We are in receipt of this guest claim and apologize for the frustration felt throughout the claims process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. This denial is due to the fact the guest had repairs completed before we had the chance to investigate the issue. On page two of our invoices it states "If repairs are required, you must contact Valvoline Instant Oil Change prior to any repairs taking place. We will not be responsible for repairs not authorized by our company." We have offered to pay a portion of the invoice, but the guest has declined the offer. Our upper management team holds the final decision regarding claim outcome. If the would like to discuss this further, please reach out to our Customer Care team at ************* No further action will be made on this BBB complaint. Again, please reach out to our Customer Care team.